For equipment manufacturers and control cabinet manufacturers, what is often hardest to manage is not the period before the equipment leaves the factory, but the period after the equipment is delivered to the customer site. Tongwei Smart's remote after-sales package for equipment manufacturers is built around equipment connectivity, exception handling, and service records. Equipment is distributed more and more widely, while after-sales staff remain limited. Faults depend on the customer's description, and the engineer lacks a basis for judgment before arriving on site. Service records are scattered across phone calls, WeChat, and spreadsheets, and it is hard to form experience that can be reused.
The Tongwei Smart remote after-sales package for equipment manufacturers offers a relatively lightweight upgrade path for this need: it does not redo the customer's core controller, and it does not require building a whole platform from scratch. Based on industrial gateways, acquisition and control modules, and an operations platform, it fills in connectivity, alarms, remote diagnosis, and an after-sales closed loop for existing equipment.
On site, SG/BEC industrial and edge gateways can complete multi-protocol acquisition, data conversion, buffering, and upload according to the equipment interface. SDS/IOC modules can extend the necessary acquisition and control capability. On the platform side, equipment ledgers can be built, and alarms can be configured for online, offline, status, thresholds, and trend anomalies, and the relevant people can be reached through PC, an app, a mini program, or several notification methods. For items that need on-site handling, work orders, inspections, feedback, and reports can retain the service process. SaaS, private deployment, OEM branding, and API integration can be chosen according to the customer's business model.
The goal of this product package is not to promise that "all faults will be resolved remotely." It is to give the after-sales team more basis before a vehicle is dispatched, give the customer an earlier response when an exception occurs, and let the manufacturer gradually form its own equipment and service data assets.
Start from a defined scope: limit it to one equipment model, one protocol, and one set of key points, complete access, alarm, and page verification, and then, based on the results, move into a standard pilot and batch replication. Protocol adaptation, remote-control permissions, remote upgrade, branded pages, and interface scope should be confirmed in writing in each project.